East Midlands Trains Cookie Notice

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Contact us

Due to a high number of customer enquiries, it is unfortunately taking us longer than usual to respond to customer enquiries. We apologise for any inconvenience this may cause and will respond to enquiries as soon as possible.

If you need information or assistance related to your travel, you can contact us using the relevant webform at the bottom of this page. Alternatively, you may find an answer to your query in our top frequently asked questions listed below.

Top Frequently Asked Questions

Within two hours of making a booking you should receive a confirmation email. If you haven't received this email then please first check that the email address we have stored is correct by logging into My Account and clicking on Update Personal Details. If you are unable to access your account, please contact us on 0370 333 4875 or via email sales.support.eastmidlands@trainsfares.co.uk and a member of our team will be able to further assist.

If you booked your Advance ticket online, to change the date or time of your tickets you can log into My Account and click on Order Status and Refund Applications. Click on your booking and follow the steps to change or refund your ticket.

Changes to an Advance ticket to another Advance ticket must be done by 18.00 the day prior to travel. There is a £10.00 administration fee charged for making this change in addition to any difference in the cost of the new ticket

If you want to change your Advance ticket to an immediate travel ticket, on the day of travel, you must do this prior to the departure of your booked train and before boarding.

If you were delayed during your journey by 30 minutes or more, or missed your booked connection, you may be able to claim compensation via our Delay Repay scheme. To claim, please complete the Delay Repay Form and post it to us at the following address (along with your ticket, or copy of your season ticket)

On our London and Liverpool to Norwich route, you can reserve a cycle space (subject to availability) free of charge. As spaces are limited, please contact us as early as possible before your journey and at least 48 hours prior to your journey using the Cycle Reservation Form below. If you are travelling sooner, please contact the team on 03457 125 678 (option 5, 5).

On our local routes, reservations are not available, however we do allow cycles on our trains fee of charge.

﻿Tickets are ready for collection just two hours after ordering. Collection is easy you only need to remember two things:

1. The credit / debit card was used to make the booking. 2. The Ticket Collection Reference given to you when the booking was made.

When at the Self Service Ticket Machine:

1. Insert the credit / debit card used to make the booking. 2. Key in your unique Ticket Collection Reference. Your ticket(s) will then be dispensed. 3. Do not remove tickets from the machine until all tickets have been issued and the main screen informs you that the transaction is complete.

﻿Items that have been found by our staff will be handed in and stored at one of our main stations; Derby, Nottingham, Leicester, Lincoln and Sheffield. Item details will be logged onto a central database, which is managed by our Customer Service Team based in Derby (please note it can take up to 48 hours for items to be logged onto the database).

Please complete the form below, so we can try and find your item. For more details of our lost property policy, please click here.

Tickets are usually available up to twelve weeks prior to the date of travel. However sometimes, we cannot sell these tickets, until the timetable has been confirmed (this is usually due to changes to our timetable as a result of engineering work). You can view the Ticket Availability Dates here.

Contact Us

If you have recently contacted us via letter or email and are awaiting a response, we are currently experiencing a high level of customer enquiries and as a result, it is taking us longer than we would like to respond. We apologise for any inconvenience this may cause and will respond to your enquiry as soon as possible.

If you cannot find the information that you are looking for in our frequently asked questions, our Customer Service Team can be contacted using the webforms below.